Summary
Overview
Work History
Education
Skills
Personal Information
Awards
Projects
Timeline
Generic

Melissa Dallenbach

Golden,CO

Summary

Seasoned Operations Manager and talented leader 7 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

7
7
years of professional experience

Work History

Medical Assistant

Family Medicine Clinic
  • In charge of ordering labs, charting the patient history, calling in prescriptions, and collecting throat cultures, urine, and blood specimens
  • I would give injections daily and occasionally hook a patient up to the EKG machine
  • I know Pharmacology and the Mysis system
  • On occasion, I would work as a Nurse Visit associate.

Senior Team Leader Operations

Intouchcx
06.2017 - Current
  • As a Senior Team Lead and Trainer, I have coached and advocated for our agents by being a role model for our representatives and leading by example to be an invaluable resource to our clients
  • I promote the professional and personal development of individual team members by administering performance evaluations, training, progressive disciplinary actions, and career opportunity programs
  • I use our metrics reporting and consumer statistics for individual agents to help them succeed through continued career growth within our company
  • Currently, my role has been in shift alignments and vetting candidates for CSR2 and TL promotions and leading them in their success, gathering data to present to our client, and implementing change and policy and running operations daily while team building in a culturally diverse environment with partners in Bogota on our team.
  • Implementation of projects to ensure improvements in customer satisfaction.
  • Build and monitor plans that impact our metrics to help in our service level and budget for staffing to client needs.

Education

Medical Assisting -

Concorde Career Colleges
Aurora, CO

Skills

  • Certified Trainer
  • Microsoft Dynamics
  • PowerPoint - Excel
  • Google Website Base
  • Successful transfer of agents to a work from home environment
  • Supervisor for fifteen plus employees
  • Data HUB Sites - Google Web
  • Daily metric reporting
  • JIRA System
  • Zendesk,IEX,Slack
  • Team Incentives
  • Customer and Client facing
  • Manager - Current
  • Budget and PO Balance
  • Training
  • IVR Design Management and Implementation
  • Workforce Management(schedule alignment for high intervals during the day)

Personal Information

Title: Senior Team Leader Operations - Levi's

Awards

Certificate of recognition for outstanding performance from the SVP of Marketing & Communications, Senior Director of Operations 2018 and 2022

Projects

Quarterly Business Review- Create and present quarterly business earnings report for the campaign client and operations team. Trainer EBB - Created training program for LOB

Timeline

Senior Team Leader Operations

Intouchcx
06.2017 - Current

Medical Assistant

Family Medicine Clinic

Medical Assisting -

Concorde Career Colleges

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Melissa Dallenbach